We will always be responsible for the package containing our product/s until it gets to the customer. This essentially means that we are responsible for the package until it is officially delivered– even though the package is no longer in our possession.

Keep in mind that if the customer is not present to pick up the package, and the mail carrier leaves a notice, it is then essentially “delivered.” You are not in control of the customer not being home or providing an incorrect address. In these circumstances, the package would be their responsibility.

What To Do:

1. Be very proactive. Respond to your customer’s inquiry as quickly as possible and make it very clear that you’re on the case to find their package. Ensure them that if the package is not found, you will work on reimbursing them immediately.

2. Next, CALL up the customer service line of the carrier. File a claim immediately. Please refer to the article How to File a Claim: USPS Missing Mail Search and How to File a Claim: DHL for more information.

3. While that process is taking place, look into the data you have on the package. What does the tracking number page say? Was there an attempt to deliver the package and the customer didn’t pick it up? If there is any sign that a mistake on our part resulted in the lost package, get approval from your manager to reship the order after verifying the shipping address and contact number with the customer.

4. If the customer is asking for a refund then refer to our article Refund Process Handling for guidance.

5. Log this into the Lost Shipments tab in the CS Copy sheet.

NOTE: If more than 2 months have passed then we'll treat it as a lost shipment.